The opportunity
The Incident and Escalation Management team (IEM) is part of Datadog's Global Support Engineering (GSE) organization. The purpose of IEM is to continuously improve Datadog's overall customer experience during incidents and critical moments.
What you'll do
Drive the resolution of incidents and escalations while providing response and/or management to customers
Design and implement real-time and proactive monitoring of customer's infrastructures
Prioritize, manage, and own customer issues from start to finish
Monitor and manage communications (sometimes public, sensitive and large scale) during incidents
Collaborate with stakeholders across Datadog and its partners worldwide to enhance customer experience
Lead projects to deliver operational improvements as Datadog evolves
What they're looking for
- Create and review documentation as well as incident and escalation training
- Identify and troubleshoot recurring cloud infrastructure issues
- Hire and mentor stakeholders and peers in incident and escalation management
- + years demonstrable Incident Manager experience (escalations is a plus)
